LEGAL
How to File a Complaint
You have a right to have your complaints heard and resolved in a timely manner. If we cannot work things out to your satisfaction, you may file a complaint with our licensing board:
Texas Behavioral Health Executive Council1801 Congress Avenue, Suite 7.300Austin, TX 78701Telephone: 1-800-821-3205Link to Complaint Form: http://www.bhec.texas.gov/wp-content/uploads/2020/07/BHEC-Complaint-Form.pdf
If you have a complaint concerning the HIPAA Privacy Regulations, you may contact the U. S. Department of Health and Human Services, Office for Civil Rights, at: OCRMail@hhs.gov.
If you believe that you have a Consumer Complaint regarding the privacy and security of your health information, you may contact the Texas Office of the Attorney General and file a consumer complaint by clicking this link:https://www.texasattorneygeneral.gov/consumer-protection/health-care/patient-privacy
Records Request
Texas law requires that requests for mental health records be made in writing. To obtain your records, or your child’s records, please follow the steps below:
Submit a written request
Choose one of the following options:
Via Patient Portal, please notify your therapist that you would like to obtain your or your child's records.
Via Email (if you do not have portal access) Email your written request to hola@cardenaleshealingcenter.com with subject line: “REQUEST FOR RECORDS”
You will be required to complete a Release of Information for Records. We attempt to get records to you as soon as possible but might take up to 14 business days to get these to you.
Additional requirements (if applicable):
Litigation-related records If records are requested for use in litigation, please include:
Cause number
Case title
Court where the case is pending
Business Records Affidavit
If you require a Business Records Affidavit, indicate this in your request
Fee: $15
Affidavits will not be provided until payment is received
Records fee
Fee for providing records: $25 for electronic records. There is a per page fee for paper records.
Accepted payment methods: credit cards, or cash.
Texas law does not require records to be released until fees are paid
Couples, family, or third-party records If you are requesting:
Couples counseling records
Family counseling records
Records for anyone other than yourself or your child
State and federal law require either:
A valid Court Order, or
An Authorization signed by the individual (or parent/legal guardian)
Relevant law: 45 C.F.R. §164.512(e); Texas Health & Safety Code §§611.004, 611.0045, 611.008
Instructions for Attorneys and Document CompaniesA subpoena alone is not sufficient to compel disclosure of confidential counseling or billing records, or other Protected Health Information (PHI), under HIPAA (45 C.F.R. Chapter 164).
For mental health or medical records requested or subpoenaed in litigation (including testimony), HIPAA permits disclosure only under the following circumstances:
In response to a valid court or administrative tribunal order, or
When the individual (or parent/legal guardian):
Is a party to the proceeding
Has notice that the PHI has been requested
Does not object to the disclosure
An Authorization from the individual or parent satisfies this requirement.
Relevant law: 45 C.F.R. §164.512(e)
Important Note
If the client or parent has indicated that they do not consent to release of records:
A “Statement of Assurance” will not be accepted
A valid Authorization or Court Order will be required
No Surprises Act & Good Faith Estimate
The No Surprises Act aims to increase price transparency and reduce the likelihood that clients receive a "surprise" medical bill by requiring that providers inform clients of an estimated expected charge for a services before the service is provided.
Starting January 1, 2022, state-licensed or certified health care providers, including behavioral health care providers, like myself are required by law to give uninsured and self-pay clients a good faith estimate of costs for services when scheduling care or when the client requests an estimate.
The Good Faith Estimate shows the costs of items and services that are reasonably expected for your health care needs for an item or service. The estimate is based on information known at the time the estimate was created.
You have the right to request a hard copy of the Good Faith Estimate, and you have a right to engage in a dispute resolution process if the actual costs of services included in your estimate significantly exceed what is in the estimate.
The Good Faith Estimate is NOT a contract.
While surprise costs are not something I generally encounter in my practice, you should know that your Good Faith Estimate will not include any unknown or unexpected costs that may arise during treatment. However, if you are billed for significantly more than your Good Faith Estimate for the services indicated on the estimate, you have the right to dispute the bill using the following dispute resolution options:
What if I need to dispute my Good Faith Estimate?
Contact me and let me know the billed charges are higher than the Good Faith Estimate, ask to negotiate the bill, or ask if there is financial assistance available.
Start a dispute resolution process with the U.S. Department of Health and Human Services (HHS). If you choose to use the dispute resolution process, you must start the dispute process withing 120 calendar days (about 4 months) of the date of the original bill.
There is a $25 fee to use the dispute process. If the agency reviewing your dispute agrees with you, you will have to pay the price on this Good Faith Estimate. If the agency disagrees with you and agrees with the health care provider or facility, you will have to pay the higher amount.
To learn more and get a form to start the dispute process, go to https://www.cms.gov/nosurprises or call HHS at (800) 368-1019.
For questions or more information about your right to a Good Faith Estimate or the dispute process, visit https://www.cms.gov/nosurprises or call HHS at (800) 368-1019.
Privacy Policy
At Cardenales Healing Center, PLLC, your privacy is important to us. This page informs you of our policies regarding the collection, use, and disclosure of Personal Information we receive from users of our website, [www.cardenaleshealingcenter.com] ("the Site").
By using the Site, you agree to the collection and use of information in accordance with this policy. We use your Personal Information only for providing and improving the Site, enhancing your experience, and supporting the services we offer.
What Is Considered Personal Information?“Personal Information” refers to any information that identifies you as an individual, such as:
Name
Email address
Mailing/billing address
Phone number
Credit/debit card information
Geographic location
Gender
Purchase history
Browsing habits and cookies
It may also include other information that is reasonably necessary for the purposes for which it is processed.
What Information Do We Collect?We collect information in several ways:
When you register, place an order, fill out a form, respond to a survey, or interact with features like newsletters or promotions.
Automatically through tracking technologies (cookies, analytics).
Through direct communications via email, forms, or social media.
You can also visit the Site anonymously.
Categories of Data We May ProcessCommunication DataIncludes any communication you send us via the website, email, social media, etc.Purpose: To respond to you, keep records, and protect legal rights.Legal Basis: Legitimate interest.
Customer DataIncludes your name, contact, address, and purchase/payment details.Purpose: To deliver products/services, process transactions, and keep records.Legal Basis: Performance of a contract.
User DataIncludes how you interact with our Site and any content you submit.Purpose: Website security, content management, backups, and service delivery.Legal Basis: Legitimate interest.
Technical DataIncludes your IP address, browser details, visit duration, pages viewed, and device info (via analytics).Purpose: Site performance, analytics, marketing strategy, and security.Legal Basis: Legitimate interest.
Marketing DataIncludes preferences regarding marketing communication.Purpose: Promotions, special offers, advertising, and newsletter content.Legal Basis: Consent or legitimate interest.
We may combine the above categories to deliver personalized content, offers, and advertising (e.g., Facebook Ads).
Sensitive DataWe do not collect or process any sensitive data such as:
Race/ethnicity
Religious beliefs
Political opinions
Sexual orientation
Health or biometric data
Criminal record data
Marketing Communications
We may send you marketing communications if:
You’ve made a purchase or requested information, OR
You opted in to receive marketing, and
You have not opted out since.
You can unsubscribe at any time via the link in our emails or by contacting us at: yesenia@cardenaleshealingcenter.com
Note: Opting out of marketing communications does not affect transactional emails (e.g., order confirmations).
How We Use Your Information
To personalize your experience and display content you’re interested in
To respond to customer service requests
To process orders and transactions
To deliver newsletters, promotions, or surveys (if opted in)
To analyze trends and improve the Site
To protect our legal rights and ensure platform security
Data SecurityWe implement reasonable and appropriate security measures to protect your Personal Information, including:
Secure networks
Access restricted to authorized personnel
Secure server technology
Ongoing monitoring and safeguards
We also follow the Texas Business and Commerce Code § 521.052, which requires businesses to protect sensitive personal information from unauthorized access, destruction, use, modification, or disclosure.
Data RetentionWe retain your data only as long as necessary to fulfill the purposes it was collected for, including:
Legal and tax obligations (e.g., 7 years for customer data)
Accounting and auditing
Historical records for service improvement
In some cases, data may be anonymized and retained indefinitely for research/statistics.
CookiesCookies help us enhance your experience by remembering preferences and tracking engagement.
You can control cookies by adjusting your browser settings.To opt out of cookies, select: “Block third-party cookies and site data,” OR De-select “Accept cookies”
Cookies help us serve relevant ads and analyze user behavior via platforms like Google Analytics and Facebook Ads.
Sharing Your InformationWe do not sell, trade, or rent your Personal Information.
We may share data with:
IT and system service providers
Marketing partners under confidentiality agreements
Legal, financial, and insurance professionals
Government entities if required by law
Platforms that support site functionality (e.g., email marketing tools)
All third parties must follow data protection standards in line with this policy.
Third-Party LinksThe Site may contain links to other websites. These third-party sites have their own privacy policies. We are not responsible for their practices or content. Please review their privacy policies independently.
Your RightsYou may at any time:
Request access to your personal data
Correct inaccurate data
Request data deletion
Object to data processing
Withdraw consent (where applicable)
To do so, contact: yesenia@cardenaleshealingcenter.com
Changes to This PolicyWe may update this Privacy Policy from time to time. All changes will be posted on this page with the latest revision date.
Last updated: August 5, 2025
Online Policy OnlyThis policy applies only to data collected through our Site, not in person, at events/virtual events, or via social media interactions.
Your ConsentBy using our Site, you consent to the terms of this Privacy Policy.
Questions or Feedback?We welcome your comments, questions, or concerns. Please email: yesenia@cardenaleshealingcenter.com
Terms of Use
I. INTRODUCTIONWelcome to the website of Cardenales Healing Center, PLLC (referred to herein as the “Company”, “we”, or “us”). Please read the following Website Terms and Conditions of Use ("Terms of Use") carefully before using this website. These Terms of Use govern your relationship with the Company regarding your access to and use of this website, including any content, functionality, and services offered on or through this website (the “Website”). By accessing and using the Website, you accept and agree to be bound by these Terms of Use and our Privacy Policy, which is incorporated herein by reference. If you do not agree to these Terms of Use or the Privacy Policy, you must not access or use the Website.
II. CHANGES TO THE TERMS OF USEWe reserve the right to revise and update these Terms of Use at any time in our sole discretion. All changes are effective immediately when posted and apply to all access to and use of the Website thereafter. Your continued use of the Website following the posting of revised Terms of Use means that you accept and agree to any and all changes. You are responsible for checking this page periodically to stay informed about any changes, as they are binding on you.
III. GENERAL INFORMATION; NO WARRANTIESThe Website is designed for general informational and educational purposes only. Cardenales Healing Center, PLLC, its affiliates, and contributors do not make any express or implied warranties or representations that the information on the Website is accurate, complete, or current. The Website is not a substitute for professional advice, diagnosis, or treatment from a licensed mental health provider or other qualified professional. Use of this Website does not create a counselor-client relationship. You assume full responsibility for how you choose to use the information available through the Website.
The Website and its content are provided on an “as is” and “as available” basis, without any warranties of any kind. We do not guarantee the Website will be uninterrupted, secure, or error-free, or that the server or content are free of viruses or harmful components.
IV. INTELLECTUAL PROPERTYAll content on the Website, including text, images, graphics, logos, audio, and software, is the property of Cardenales Healing Center, PLLC or its licensors and is protected by United States and international copyright, trademark, and other intellectual property laws. You may not use, reproduce, modify, distribute, or display any content without prior written consent from the Company.
V. PROHIBITED USESYou may use the Website only for lawful purposes and in accordance with these Terms of Use. You agree not to:
Reproduce, duplicate, copy, sell, resell or exploit any portion of the Website for commercial purposes;
Use the Website in a manner that could disable, overburden, damage, or impair its function;
Engage in unauthorized data mining or data collection;
Upload or transmit viruses, malware, or harmful code;
Violate applicable federal, state, or local laws and regulations.
VI. THIRD-PARTY WEBSITESThis Website may contain links to third-party websites for your convenience. We are not responsible for the content, policies, or practices of any linked third-party websites and encourage you to review their terms and privacy policies. Your use of third-party sites is at your own risk.
VII. USER CONTRIBUTIONSAny content submitted by users to the Website, including comments, posts, or other contributions (“User Contributions”) must comply with these Terms of Use. User Contributions will be considered non-confidential and non-proprietary. By posting content, you grant us a license to use, display, reproduce, and distribute that content for any lawful purpose.
We reserve the right to:
Remove or decline to post any User Contribution;
Take action against any User Contribution that violates these Terms or applicable laws;
Report unlawful behavior to the appropriate authorities;
Restrict or terminate your access to the Website.
VIII. LIMITATION OF LIABILITYTo the fullest extent allowed by law, Cardenales Healing Center, PLLC, its affiliates, licensors, employees, or agents shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from your access to or use of the Website, including but not limited to loss of data, revenue, or profits, or personal injury, emotional distress, or any other damages, even if foreseeable or caused by negligence.
IX. INDEMNIFICATIONYou agree to indemnify and hold harmless Cardenales Healing Center, PLLC, its affiliates, licensors, officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses, including legal fees, arising out of or related to your use of the Website or any breach of these Terms of Use.
X. WAIVERNo waiver of any term or condition by the Company shall be deemed a further or continuing waiver of such term or any other term. Any failure to assert a right or enforce a provision does not constitute a waiver of that right or provision.
XI. SEVERABILITYIf any provision of these Terms of Use is determined to be invalid or unenforceable under applicable law, that provision shall be severed and the remainder of the Terms will remain valid and enforceable.
XII. ASSIGNMENTCardenales Healing Center, PLLC may assign its rights and obligations under these Terms of Use without notice. You may not assign or transfer your rights or obligations under these Terms without prior written consent.
XIII. ENTIRE AGREEMENTThese Terms of Use, along with our Privacy Policy and any other legal notices published on this Website, constitute the entire agreement between you and Cardenales Healing Center, PLLC regarding your use of the Website and supersede all prior and contemporaneous understandings.
XIV. GOVERNING LAW & JURISDICTIONThese Terms of Use shall be governed by and construed in accordance with the laws of the State of Texas. You agree to submit to the personal jurisdiction of the state and federal courts located in Texas for the resolution of any disputes arising from or related to the use of the Website.